Complaints procedure

We take all complaints seriously and use them to improve our service. We record all complaints and publish a summary each year in our Annual Report.

If you complain directly to the member of staff you are dealing with, it may be possible to solve the problem quickly and easily.

Using the on-line feedback form will route your complaint to Customer Relations.

Resolving your complaint

If we can't resolve your complaint immediately we will assign an investigating officer and let you know who this is within 5 working days.

We aim to keep in touch with you throughout the investigation and will report back to you fully within 20 working days. If the complaint is complex and we need more time we will let you know.

If you have a complaint about the conduct of a member of the board of SNH, you may take it to the:

Public Standards Commissioner 
39 Drumsheugh Gardens, EDINBURGH, EH3 7SW

Tel: 0300 011 0550 Fax: 0131 220 5419
Email: investigations@ethicalstandards.org.uk

Not happy with our response?

If you are not satisfied with the outcome of your complaint, a Director will investigate on your behalf. They will respond within 20 working days.

I'm still not happy, who else can help?

If you are not satisfied with the response from the Director, you have the right to ask the Scottish Public Services Ombudsman (SPSO) to investigate your complaint. A complaint can also be made to the Ombudsman on your behalf by a representative authorised by you, such as your Member of Scottish Parliament (MSP), local councillor or any person you consider suitable to represent your interests. 

Scottish Public Services Ombudsman 
Freepost EH641, EDINBURGH, EH3 0BR

Tel: 0800 377 7330 Fax: 0800 377 7331
Email: ask@spso.org.uk